An integrated approach for operational excellence in water supply schemes

Absence of a systematic approach focusing on Operation & Maintenance had become the main cause of system deterioration in many major water schemes. Learning from the previous set backs, the system approach adopted in Anuradhapura Group Town water supply scheme (AGTWSS) has made remarkable strides towards achieving improved operational efficiency in a sustainable manner in water utility management history in Sri Lanka, with a strong customer focus. The AGTWSS is a major water scheme completed under the funding of the Asian Development Bank, Government of France and Government of Sri Lanka, catering to 1000,000 people within Anuradhapura city and its immediate suburbs. The management approach comprises nine critical dimensions addressing issues both internally and eternally, which contributes for operational excellence. The paper intends to analyze the challenges faced by utility managers and share achievements made and highlight future directions to sustain and improve customer satisfaction on the longer term horizon.